Student Complaints & Grievances

At UWA India, we work collaboratively to support our University community to demonstrate integrity, to meet expected standards of behaviour, and to respond to complaints/reports relating to University activity.

A complaint is an expression of dissatisfaction where a response is expected. A student may raise a grievance – or complaint – about any aspect of their university experience when seeking a response or formal resolution from UWA India.

Students may raise grievances about academic or non-academic matters.

Non-academic matters

Non-academic grievances are handled through the student complaints and grievances process. They relate to the broader student experience or behaviour within the University community.

Examples include:

• Student services or administrative processes
• Facilities, accommodation, or campus services
• Interpersonal conflicts with staff or other students
• Concerns about behaviour that may breach the Student Code of Conduct
• Harassment, discrimination, bullying, or unfair treatment
• Issues relating to wellbeing services, accessibility support, or campus activities.

Some matters, such as serious misconduct, harassment, discrimination, or ragging, may be addressed under specific University policies and may be referred directly to the appropriate University authority.

Academic matters

Complaints about academic matters that do not relate to a formal academic decision are managed through the student complaints and grievances process.

Examples include:

• Quality of teaching.
• Academic resources.
• Administrative handling of academic matters.

Complaints about formal academic decisions, such as marks, grades, progression, or academic integrity are handled through the University's Review and Appeal process.

Resolution pathways

Some complaint matters are covered by specific policy; however, all follow a similar process:

• Where possible and appropriate, raising a concern with the person (or within the area) and seeking to resolve the matter informally
• Where not resolved, or where the matter is more serious, lodging a formal complaint
• A possible appeal to a final decision maker (including a committee)
• A possible complaint to an external authority

Resolving concerns without making a complaint (informal resolution)

Where appropriate and possible, it is always encouraged that concerns are raised as soon as possible with the person or University area most likely to be able to resolve the issue.

Where the matter is more serious, complex, involves safety concerns, or is otherwise not appropriate for informal resolution, a formal complaint can be submitted at any time.

Making a formal complaint

Submit a complaint here: student-complaints@india.uwa.edu.au

What to include in a formal complaint

• The reason for the complaint. For example, behaviour that has negatively impacted you.
• The date of the incident, if applicable.
• The situation and its impact. Important details include: What, Where, How and Who (including whether the others involved are a staff member or student).
• What, if any, steps you may have already taken to resolve the issue.
• What resolution you are seeking.

Remember:

• Let us know if you have any immediate wellbeing or safety concerns.
• Provide as much information/evidence as you can at the time of submission. More information can be gathered through the complaint assessment process if required, so there is no need to delay a complaint submission.
• We will carefully consider the resolution you are seeking; however, the University will determine the most appropriate response.

What’s involved in a formal complaint process?

Formal complaint processes will usually involve an inquiry/investigation into the facts of a case. To understand how we can appropriately and effectively resolve the matter:

• Raise concerns as soon as possible, and when submitting a formal complaint, provide as much information and evidence as practical at the time.
• Remember that we are here to support you – please let us know if the matter involves an immediate wellbeing or safety concern, or if other assistance is needed so we can advise on support options.

Frequently Asked Questions

Can I submit a complaint on behalf of someone else?

Yes, however, you need the permission/authority of the complainant. Special conditions apply to people under 18 years of age – contact student-complaints@india.uwa.edu.au for advice.

What can I expect after I lodge a formal complaint?

1. Receipt and acknowledgement:

When your complaint is received, you will receive an acknowledgement from the University. We also conduct an initial assessment to determine the most appropriate way forward. We will contact you if we need more information.

2. Assessment and resolution:

The nature of the complaint and the information available informs the next steps. We will also be in contact to confirm your concerns and the resolution you are seeking.

Typically, resolution pathways may include:

• Facilitation of an informal resolution, where appropriate
• Referral to a more appropriate University process
• Instigation of a formal investigation

3. Outcome:

The University’s decision and any related actions taken will be communicated to you. You will also be advised of any review options that may be available.

How are confidentiality and privacy handled?

UWA India handles complaints as confidentially as possible. As outlined in our commitments, information is shared only with the people who need to know for assessment, investigation or resolution, or where disclosure is required by law or necessary to protect people’s safety.

Refer to the UWA India Privacy Policy for more information about how we handle your data.

What is the difference between outcome and resolution?

Outcome relates to the findings made. For any complaint matter raised and accepted under policy, there is a process of inquiry and a finding will be made as to whether the complaint is:

• Substantiated
• Substantiated in part
• Not substantiated

Resolution is considered once a complaint is found substantiated in full or in part. The University will then consider what, if any, measures can be put in place to resolve the complaint.

These are often referred to as remedies and they can be:

• Personal remedies – such as an apology or a change of decision.
• Administrative remedies – such as a change to policy/procedure, improvements in teaching, supervision or services.
• Financial remedies – usually only where there has been a detriment from the actions/decisions made and where the University considers a financial remedy appropriate.

There will be situations where the complainant may continue to feel aggrieved and seek either more inquiry or different remedies. A complaint is considered resolved when the University determines that it has been appropriately considered and reasonable resolutions offered.

Can I withdraw my complaint?

Yes, a complaint can be withdrawn at any stage in writing. However, the University may, in accordance with its policy, continue to consider the matters raised.

We will confirm receipt of the decision to withdraw the complaint and advise if the University intends to take further action.

How do I report ragging, hazing or bullying?

At UWA India, everyone has the right to feel safe, respected and supported. For more information, including support and external reporting options:

• Anti-ragging
• Gender-based violence, sexual harassment and respectful relationships

What external escalation options are there?

If the outcome of UWA’s internal complaint resolution process is unsatisfactory, students can appeal to the UGC via the e-Samadhaan Portal.

Further information and links

• Student Complaint Resolution Policy
• Student wellbeing
• UGC Guidelines for Curbing the Menace of Ragging

Contact Us

For further information or support about student complaints and grievances, contact us via student-complaints@india.uwa.edu.au.

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